5 years ago

Administration of the Digital Television Switchover Household ...

Administration of the Digital Television Switchover Household ...

� installation

� installation of the STB; � instructions/demonstration on how to use the STB and remote; and � any necessary upgrades, including cabling, internal/external antenna and satellite systems. 10. HAS assistance is available to individual customers, with a maximum of one assistance package per couple 8 , and is provided by service contractors selected by government. HAS provides customers with 12‐month after‐care assistance, 12‐month in‐home warranty for faulty workmanship and 12‐month product warranty for equipment provided as part of the service. This arrangement allows customers to continue to receive assistance once the installation of equipment has been completed. 11. Across the first four rollouts, approximately 400 000 potentially eligible customers were invited to test their eligibility to receive services under HAS. As at 1 March 2012, 85 326 services have been provided to eligible customers at a cost of $37 million to DBCDE. 9 Delivery and funding arrangements 12. HAS is jointly delivered through DBCDE and the Department of Human Services (DHS), with arrangements formalised through a Memorandum of Understanding (MoU) between the two departments. In advance of each region’s switchover, DHS identifies potentially eligible customers—that is, those in receipt of the maximum amount of specified government pensions, payments and supplements—using DHS and DVA data. DHS writes to all potentially eligible customers inviting them to contact DHS and test their eligibility for HAS assistance. Where determined eligible, DHS records HAS eligibility information on the customer’s record and, with their consent, allocates the customer to a particular service contractor engaged by DBCDE. 13. The Household Assistance Program (now HAS) received funding of approximately $3 million (DBCDE received $2.49 million and DHS received 8 Under HAS, where there are two customers on the maximum rate of an eligible payment who are in a couple or couple-like relationship, as defined by Department of Human Services (DHS), only one assistance package is provided to the couple. 9 The figure of 85 326 installations includes those installations completed in Southern New South Wales to 1 March 2012. HAS expenditure, includes payments to service contractors, the cost of the external quality assurance program and departmental administrative costs. ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 16

Summary $0.543 million) to complete the digital switchover in the Mildura/Sunraysia pilot region. As part of the 2009–10 Budget the Government approved a further $69.52 million to rollout HAS to approximately 250 000 households in the Regional South Australia, Regional Victoria and Regional Queensland rollout regions to help households convert to digital television. DBCDE received additional funding of $308.8 million as part of the 2011–12 Budget to complete the switchover across Australia. Service contractors 14. Service contractors are selected by DBCDE through an open tender process for each switchover region. DBCDE establishes a formal deed of agreement with each service contractor that outlines the roles, responsibilities and services to be provided. DBCDE selected one service contractor for the Mildura/Sunraysia pilot. For the rollout to other regions, assistance has been provided by two service contractors. 10 15. Before providing services to customers, service contractor personnel and subcontracted installers must either be endorsed under DBCDE’s Antenna Installer Endorsement Scheme (AIES) 11 or have successfully completed the relevant units of competency under a registered training organisation. Service contractors are also required to have policies and procedures in place in relation to: Occupational Health and Safety 12 ; training; risk management; incident management; electrical safety; unsafe premises and working in restricted spaces; and customer complaints management. DBCDE is responsible for approving all subcontracted installers under the Scheme. Audit objective, criteria and scope 16. The objective of the audit was to assess the effectiveness of the Department of Broadband, Communications and the Digital Economy’s administration of the Household Assistance Scheme. 17. The audit examined whether the: 10 Skybridge Australia Pty Ltd and Hills Holdings Limited (trading as Techlife Solutions) have delivered HAS services for the completed rollouts. 11 AIES is part of the digital switchover initiative. To qualify for endorsement, installers must undertake an on-line testing process, which assesses their skills and knowledge against industry agreed minimum standards. There are three levels of endorsement (based on the complexity of the systems to be installed): domestic; commercial; and/or satellite. 12 New Work Health and Safety legislation replaced the OH&S legislation on 1 January 2012. ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 17

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